Customer satisfaction is the ultimate target of the success of all business. You may have an excellent relationship with your customers but if you don’t even track your activities you may miss out essential points to improve your process. CRM KPI Dashboard helps keeps track of all your relevant and measurable metrics with the customer, and provides benchmarks you can use to assure your service delivery is high quality and consistent.

There are numerous CRM KPI metrics, but, we’re going to look into most used 26 KPIs in different categories of business metrics under five main groups:

Now, let’s see the details of the CRM KPI Dashboard Excel Template.

Check the VIDEO below to see how Someka CRM KPI Dashboard works:

CRM KPI Dashboard Template Features:

These navigation buttons is for switching between other sections. So here, the first section that you are going to input your own values is Current Year Actual, Current Year Target, and Past Year Actual.

You will find some dummy data we used. But you can also put your own data or add new rows with a new CRM KPI code.

Warning!: Please note that when you add/remove a KPI code, you should change it in other sections as well. For example, if you add a new KPI to CY Actual section, don’t forget to change it in CY Target, PY Actual, and Cumulative.

Furthermore, the template will allow you to see trends forming with the available charts, giving you a clear visual of your CRM activity according to selected KPI.

Finally, the Dashboard shows monthly and cumulative results separately to provide clear view. In this way, you will see past year and company targets comparison.

Detailed Description of CRM KPI Metrics:

Customer Interactions

Number of E-mail Marketing Campaign: The total numbers of campaigns are sent monthly to the clients by email.

Email click-through Rate: This metric shows how effective your email actions attract people’s attention and make them click for more information.

Website Conversion Rate: This marketing KPI shows whether your site navigation is set up in a logical order and includes compelling call-to-action.

A number of Sales Call: The total number of sales calls to potential or existing clients per month.

Number of SMS: The total number of sent SMS per month. SMS marketing needs basic investment and more innovation.

Average Interaction Cost: A measure of the average cost of each customer interaction such as email, SMS, calling etc.

Self Service Rate: Generally, Self Service Rate means that a client is able to access your products, campaigns, and services and resolve a problem without personal assistance.

Lead Generation

New Leads/Prospects: The number of new leads acquired per month

Cost Per Lead Generated: Cost-per-lead shows the cost of acquiring a new prospect.

Conversion Rate: A page might be visited thousands of times.

Cost per Conversion: As acquiring leads and customers through cost-per-click advertising can be quite expensive, it is highly important to monitor the ROI. Monitor the cost per acquisition, but it’s cost-per-conversion that reflects the actual profitability of paid campaigns.

Retention Rate: This KPI shows the number of clients who keep using your products and engaged to make repeat purchases

Acquisition Rate: This metric can help you understand your market and providing you increase attraction to the new customer’s.

Churn Rate: Also called the attrition rate, this metric shows the percentage of customers who no longer buying your products or services.

Customer Services

Number of Complaints: The total number of complaints about user experience.

First Contact Resolution Rate: The percentage of incoming calls that are settled on the initial contact without necessary transfers or follow-ups divided by the total number of incoming request accepted over the similar term.

Average Resolution Time: This KPI metric shows the average number of seconds needed to deal with clients.

Customer Satisfaction Rate (1-5): Once, you supply an experience with product or service to your customers, you should measure how to meet expectation.

Customer Effort Score: CES measures the effort that your customer puts in personally to have the request handled.

Business Performance

Length Of Sales Cycle: Start from the moment a lead is created in CRM and end when the sale is closed.

Return on Investment (ROI): A measure of the benefits vs. costs of a project.

Customer Lifetime Value /Profitability (CLV): Once you calculate the average customer lifespan, you can multiply that by customer value to determine customer lifetime value.

Market Share: Market share is the percentage of a market accounted by your company or product that is earned over a specified time period.

Customer Loyalty

Repeat Purchase Rate: Also known as purchase frequency. It is the measure of times your average purchases over a year.

Net Promoter Score (NPS): NPS is a reliable performance KPI since it quantifies the satisfaction of your business partner.

Brand Awareness: Brand Awareness is the measure of consumer information and awareness of your company or products.

CRM KPI Dashboard Excel Template Features Summary:

Monthly and Cumulative analysis

Comparison with Past Year and Target values

Summary dashboard supported with interactive charts

Easy to use and nice design to use in presentations

Clear on-sheet instructions

Compatible with Excel 2007 and later versions

Works both on Windows and Mac

No installation needed. Ready to use

Full Print ready

White Label

Does not include any VBA macros

This excel template is ready-to-use and provided as is. If you need customization on your reports or in need of more complex templates, please refer to our custom services.